Lyra is a collective of brands in the Personal Care and Family categories, dedicated to caring for our customers and their loved ones. Our trusted brands are designed with comfort, quality, and transparency first, because we believe everyone should experience care done right.

We are hiring a part-time Customer Experience Manager to lead day-to-day customer interactions and support operations while using data to elevate service quality and efficiency. You’ll play a hands-on role today while helping define the long-term CX vision for our brands, with the opportunity for this position to grow into a strategic leadership role focused on driving efficiency, revenue growth, and cross-functional impact - making CX a powerful engine for customer loyalty and business success.

This is a part-time role open to candidates anywhere in the U.S.

What you'll do:

Develop and execute annual CX roadmap by identifying opportunities and leading initiatives to improve efficiency, elevate the customer experience, generate revenue and reduce costs
Implement and optimize AI Agent adoption to automate simple and routine inquiries
Unlock and leverage customer data for cross-departmental insights by identifying new reporting capabilities and distributing actionable findings
Integrate upselling, cross-selling, and incentive programs to drive incremental sales while maintaining exceptional service quality
Manage a team of CX Associates in the Philippines and lead them through process changes, new initiatives, and technology adoption while sustaining engagement and productivity

Requirements:

3 - 5 years of CX experience, with proven ability to lead, motivate, and develop a CX team
Experience with Gorgias (or another helpdesk), Shopify, Amazon, Recharge and Skio (or similar ecommerce platforms)
Experience implementing an AI Agent
Ability to turn raw data into clear, actionable insights that drive informed decision making
Ability to evaluate trade-offs by factoring in cost, team capacity, and overall impact to make strategic choices

Our Commitment to Diversity and Inclusion

We believe that true innovation happens when everyone has a seat at the table and the opportunity to excel. We're committed to growing and empowering a more inclusive community within our company and in ecommerce overall, and we’re devoted to hiring and cultivating diverse teams of the best and brightest from all backgrounds, experiences, and perspectives.

As an equal opportunity employer, all aspects of employment with Lyra Collective including the decision to hire, promote, discipline, or discharge, will be based on merit, performance, and business needs. Lyra Collective does not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.